Associate Director, Net Promoter Score relationship

Humana; Frankfort (KY); Remote; USD 150,000 - 206,000; Full time

Benefits offered by this job

Medical, dental and vision benefits

401(k) retirement plan

Paid time off

Parental and caregiver leave

Job summary

Humana seeks an Associate Director to lead the Net Promoter Score relationship (NPSr) program. You will drive strategy, measurement, and governance while translating feedback into actionable improvements across operations, marketing, product, and analytics.

You will oversee a team of 6 associates, build dashboards, and present executive-ready insights. This remote role requires EST hours and up to 10% travel.

Qualifications

• Bachelor’s degree in business, marketing, analytics, healthcare administration, or related field.
• 6+ years of progressive experience in customer experience, insights, strategy, analytics or related functions.
• 3+ years of leadership experience managing teams and cross-functional initiatives.
• Strong experience with NPS, VoC, CX measurement, survey design, insights generation, and performance reporting.
• Demonstrated ability to influence senior leaders and drive enterprise change.
• Strong analytical, communication, presentation, and storytelling skills.
• Experience leading through ambiguity and building scalable processes.

Responsibilities

• Lead the design, execution, and evolution of the NPSr strategy, framework, and operating model.
• Oversee collection, analysis, interpretation, and reporting of NPSr and related experience metrics.
• Translate customer, member, provider, or associate feedback into actionable insights and recommendations.
• Partner with business leaders across operations, marketing, product, digital, service, and analytics teams to drive improvement initiatives.
• Establish governance, processes, and accountability for NPSr performance across teams and business segments.
• Build and maintain dashboards, reporting cadences, and executive-ready presentations that communicate trends, risks, and opportunities.
• Identify root causes behind experience outcomes and recommend strategic and operational actions.
• Monitor program effectiveness and ensure continuous improvement in methodology, reporting, and follow-through.
• Lead a team responsible for feedback programs, insight development, and action planning.
• Promote a culture of customer-centricity and data-driven decision-making across the organization.
• Lead a team of 6 associates including shaping team culture and coaching and development.

Skills

NPS / VoC

Leadership

Analytics

Communication

Stakeholder influence

Storytelling

Change management

Education

Bachelor's degree

Master's degree

Job description

Become a part of our caring community

The Associate Director of Net Promoter Score relationship (NPSr) is responsible for leading the strategy, execution, and continuous improvement of the organization’s NPSr program. This role drives enterprise alignment around customer feedback, experience measurement, insight generation, and action planning to improve satisfaction, loyalty, and business performance. The Associate Director partners closely with cross-functional leaders to translate feedback into measurable operational and strategic improvements.

Key Responsibilities

• Lead the design, execution, and evolution of the NPSr strategy, framework, and operating model.

• Oversee collection, analysis, interpretation, and reporting of NPSr and related experience metrics.

• Translate customer, member, provider, or associate feedback into actionable insights and recommendations.

• Partner with business leaders across operations, marketing, product, digital, service, and analytics teams to drive improvement initiatives.

• Establish governance, processes, and accountability for NPSr performance across teams and business segments.

• Build and maintain dashboards, reporting cadences, and executive-ready presentations that communicate trends, risks, and opportunities.

• Identify root causes behind experience outcomes and recommend strategic and operational actions.

• Monitor program effectiveness and ensure continuous improvement in methodology, reporting, and follow-through.

• Lead a team responsible for feedback programs, insight development, and action planning.

• Promote a culture of customer-centricity and data-driven decision-making across the organization.

• Lead a team of 6 associates including shaping team culture and coaching and development.

Use your skills to make an impact

Required Qualifications

• Bachelor’s degree in business, marketing, analytics, consumer insights, healthcare administration, or a related field.

• 6+ years of progressive experience in customer experience, insights, strategy, analytics or related functions.

• 3+ years of leadership experience managing teams and cross-functional initiatives.

• Strong experience with NPS, VoC, CX measurement, survey design, insights generation, and performance reporting.

• Demonstrated ability to influence senior leaders and drive enterprise change.

• Strong analytical, communication, presentation, and storytelling skills.

• Experience leading through ambiguity and building scalable processes.

Preferred Qualifications

• Master’s degree in business, public health, marketing, analytics, or a related field.

• Experience in healthcare, insurance, or other highly regulated industries.

• Familiarity with enterprise data, digital experience platforms, and feedback management tools.

• Experience integrating qualitative and quantitative insights into business strategy.

• Proven success driving measurable improvements in satisfaction, loyalty, retention, or brand perception.

Additional Information

• This position will require working on Eastern Standard Time (EST) Hours.

• This position may require up to 10% travel.

Work at Home Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Travel: While this is a remote position, occasional travel to Humana’s offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$150,000 – $206,300 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

Application Deadline

09-20-2026

About us

About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health — delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.